Data Center Support Technician

Data Center Support TechnicianThe Data Center Support Technician is responsible for managing operational integrity of the H5 Data Centers’ facility. They oversee the physical security operations ensuring the overall site integrity while maintaining all aspects of access control and surveillance of the location. Additionally, they are responsible to act as a single point of contact for all customer engagement, daily handling of incoming calls, ticket processing, incident management and coordination. Individuals will be required to perform basic remote hands and escort duties on behalf of customers. Finally, they will monitor the health of all critical systems including building management, fire control, camera surveillance, access control, and network. The candidate must be willing to work any shift assigned to them, weekends and holidays.Essential Job FunctionsResponsible for all aspects of physical security at the data center Video surveillanceAccess control administrationProcessing access requestsRegular patrolsSecurity policy enforcementIncident responseCustomer Support Primary point of contact for customer requests via phone, e-mail, and portalProcessing requests and engage with subject matter experts as appropriateAdminister ticket queues to ensure regular and timely updates through resolution and adherence to SLA’sProvide escort duties for H5 Telco’s and vendors as well as customer vendorsPerform basic remote hand support duties on behalf of customersPrimary focal point for incident management and escalationsFacility Monitoring Monitor the health of building critical systems via BMS and visual inspection PowerCoolingFire systemsMonitor the health of access control, camera surveillance and perimeter intrusionMonitor the health of critical IT systems NetworksServersPerform incident coordination on the event of significant incidents Initial response and dispatch of vendorsEscalate to senior managementSet up crisis ridge (if appropriate)Sent our advisoriesCoordinate restoration with on-site personnelQualificationsEducation:Minimum two (2) year college degree preferredExperience:Excellent interpersonal and communication skills (written and oral)Familiar with physical security protocolsCustomer service experienceIT system qualifications will be required if not already certifiedSkills and AbilitiesCompetent in the use of Windows, MAC and IOS systemsOrganization and time management skillsMust be a self-starter, able to work in a fast paced constantly changing environmentAbility to work well in a team environment or independently with minimal supervisionComprehensive understanding of data center best practices is a bonus